Using OData Queries in Omnichannel Configuration to Surface Data

In this post, we will look at how to use OData queries in Omnichannel to surface data to an agent. Let’s look at some scenarios. First, in a previous post we looked at how to pass parameters from a pre-conversation survey to the Omnichannel agent’s desktop. We prompted the user to enter their case number and favorite color: The user then enters these answers into their chat: And we can … Continue reading Using OData Queries in Omnichannel Configuration to Surface Data

Passing Session Context Variables from Chat to Web Resources in Omnichannel

In Omnichannel, we may find a need to receive user input and use that input to perform various automated actions to help agents. In this post, we will look at how to pass user input values from an Omnichannel chat as session variables to a Dynamics 365 / Power Apps web resource that an agent can access. First, let’s consider a scenario where an organization requires a their customers to … Continue reading Passing Session Context Variables from Chat to Web Resources in Omnichannel

Identifying Customers and Cases with Pre-Conversation in Omnichannel

In this post, we will look at how to use Pre-Conversation Survey in Omnichannel to identify records in Dynamics 365. This functionality is particularly useful when you want to quickly access information regarding a customer in an incoming Omnichannel chat. First, let’s create a pre-conversation survey. Go to the Omnichannel Administrator app: And select your chat: Go to the Surveys tab and click to turn the pre-conversation on: Let’s add … Continue reading Identifying Customers and Cases with Pre-Conversation in Omnichannel

Customizing Color Theme and Operating Hours of Chats in Omnichannel

In Omnichannel, the out of the box configuration for a chat widget looks like below: There are several customization options available to customize Omnichannel chats, including color, logo, message, and operating hours. Let’s look at each of these. To customize a chat widget, go to your chat widget configuration in the Omnichannel Administrator app: And select the Design tab: Let’s look at each of the options available. Theme Color We … Continue reading Customizing Color Theme and Operating Hours of Chats in Omnichannel

Running Omnichannel for Customer Service on Unified Service Desk for Amazing Agent Experiences

In this post, we will take a deep dive into how to install and configure Unified Service Desk – Omnichannel for Customer Service so agents can use Dynamics 365 Omnichannel within Unified Service Desk (USD). We can use Omnichannel with USD to have agents receive chats within the Unified Service Desk interface, thereby opening it to flexible session-based workflow and integrations with third-party systems. Let’s look at how it works. First, let’s … Continue reading Running Omnichannel for Customer Service on Unified Service Desk for Amazing Agent Experiences

Customizing Dynamics 365 Omnichannel Forms and Agent Experience

Omnichannel agent experiences can be improved by providing customized forms, layouts, and surfacing data quickly. With Dynamics 365 Omnichannel for Customer Service, there are several customization options available. Let’s take a look at these. First, let’s look at the Omnichannel experience when a chat session is started. The agent sees below: Breaking this down, we see: The left navigation, which holds tabs to the sessions: The chat interface, where the … Continue reading Customizing Dynamics 365 Omnichannel Forms and Agent Experience

Authenticating Users in Omnichannel for a Better User Experience

In this post, we will look at how to set up authentication in Omnichannel so Power Apps Portal customers can be pre-authenticated when talking with agents. An example scenario of where this may come in useful is where a customer may need help with an account they have subscribed to, for example, their phone company, an airline etc. The customer can log into the company’s website using their account or … Continue reading Authenticating Users in Omnichannel for a Better User Experience

Using Skill-Based Routing in Dynamics 365 Omnichannel

In this post, we will look at how to use skill-based routing in Dynamics 365 Omnichannel. Let’s go through an example where there are 2 types of agents – Sales agents and Technical agents. An example scenario may be where you are calling your phone company, and you either need to speak to sales about a new phone, or you need to speak to someone technical as you have issues … Continue reading Using Skill-Based Routing in Dynamics 365 Omnichannel

Omnichannel for Customer Service Setup Chat Widget

In a previous post, we installed Omnichannel for Customer Service. In this next post, we will set up Omnichannel. First, let’s head to the Omnichannel Administration app at yourorg/apps: You should see: Scroll down to Users. We see there are no users in Omnichannel set up right now: Let’s add one. There is no New or Add button on this screen. Instead, we need to head over to Security in D365 … Continue reading Omnichannel for Customer Service Setup Chat Widget

How to Install Microsoft Omnichannel for Customer Service

In this post, we will look at the installation of Microsoft Omnichannel for Customer Service. First, we will need to ensure the Dynamics 365 services are purchased and enabled in order to use Omnichannel for Customer Service. Purchase Services and Assign Licenses Go to the Microsoft Admin Center at https://admin.microsoft.com/: Select Add-Ons: Search for Trials. We will select the Dynamics 365 Customer Engagement Applications Trial: Click Get Free Trial: Click … Continue reading How to Install Microsoft Omnichannel for Customer Service